Terms & Conditions

Effective Date: 14-Nov-2025
Notice Version: 1.0

These Terms and Conditions govern your use of our accessible transportation services. Please read them carefully.

1. Definitions

“Company,” “we,” “us,” and “our” mean Eunoia Accessible Transport LLC, also known as Eunoia Mobility.

Services may be provided using Wheelchair Accessible Vehicles (WAVs) and other adapted or comfort-equipped vehicles suitable for individuals with visible, hidden, temporary, or situational disabilities; elderly passengers; students; pregnant women; athletes; and any person requiring accessibility, safety, or care support in travel.

Services also include associated booking, dispatch, routing, communications, customer care, CRM/accounting, payment processing, compliance, data, and technology platform functions.

“User” means any individual, organization, agency, or representative who books, uses, or pays for the Services, including riders, family members, guardians, caregivers, schools, hospitals, hotels, businesses, event organizers, NGOs, or government entities.

“People of Determination (POD)” and “Special Needs” refer to individuals requiring additional mobility or accessibility support, as recognized under applicable UAE law and inclusion frameworks. This includes people with physical, sensory, intellectual, developmental, psychological, or temporary conditions, as well as those with hidden or situational disabilities or medical circumstances.

“Mobility Champion” means a certified driver employed or contracted by the Company who operates an accessible or assisted vehicle and provides safe, respectful, and inclusive transport for all Users. Mobility Champions are trained in accessibility awareness, customer care, safety securement, and emergency response in accordance with the Company’s Accessibility & Care Standards.

“Care Companion” means an attendant, aide, or healthcare professional accompanying a User to provide additional mobility assistance, behavioral or medical support, or personal supervision during travel. Care Companions may include certified accessibility aides, nurses, behavioral specialists, or trained support staff, depending on the User’s needs and the service type.

“Support Team” means the combined network of Mobility Champions, Care Companions, dispatchers, and coordinators who together deliver or manage the Services.

“Institutional Partner” means any hospital, clinic, rehabilitation center, insurer, school, university, corporation, hotel, airport, port authority, government agency, or other facility that collaborates with or contracts the Company to provide transport or mobility coordination for its patients, students, staff, clients, or visitors.

“Payor Partner” means any insurer, employer, government authority, or benefit provider that reimburses, subsidizes, or directly pays for Services on behalf of eligible Users through billing integration, vouchers, or subsidy frameworks.

“Contracting Organization” means any school, hospital, clinic, hotel, corporation, agency, or public entity that enters into a service agreement, voucher arrangement, or institutional transport plan with the Company.

“Platform Partners” means technology and support vendors we rely on, including providers of customer support and helpdesk services, routing and dispatch optimization, productivity and collaboration suites, customer relationship management and business operations suites, and accounting and invoicing software.

“Rate Card” means our published or approved price tables for specific service categories or channels (e.g., airport/port/rail transfers, medical mobility, voucher programs, hourly hire, or institutional contracts). Rate Cards form part of these Terms and may be updated as set out in Section 22.

“Add-on” means any optional, supplementary, or situational charge (e.g., Meet & Assist, after-hours premium, additional waiting, attendant support, interpreter, or equipment handling) as listed in our Rate Cards or confirmed in a booking confirmation.

“Voucher Program” or “Subsidy Program” means any government-sponsored, co-pay, or public–private accessibility initiative that provides discounted or fully subsidized rides for eligible Users, in coordination with partner agencies.

“Booking Confirmation” means the written, digital, or verbal confirmation issued by the Company (or its authorized partner) specifying the agreed date, time, pickup/drop-off, vehicle type, fare, and applicable terms for a Service.

“Vehicle” means any WAV, accessible van, shuttle, sedan, or other registered and insured transport unit used by or on behalf of the Company to provide Services.

“User Equipment” means any wheelchair, scooter, stroller, oxygen tank, medical device, or personal equipment provided by the User. The User remains responsible for ensuring such equipment is safe, functional, and suitable for transport.

“Data & Technology Systems” means the Company’s software, databases, telematics, artificial intelligence, automation, or analytics tools used to operate, optimize, or enhance the Services, including data sharing with authorized partners under applicable privacy law.

“Smart Mobility Integration” means the Company’s ability to connect through APIs or data interfaces with third-party or government platforms (e.g., e-Gov, hospital, or insurance systems) for booking, dispatch, or data exchange.

“Public Health & Emergency Services” includes medical, evacuation, quarantine, or emergency mobility operations conducted in coordination with health authorities, civil defense, or government agencies.

“Force Majeure Event” means any event beyond the Company’s reasonable control—including but not limited to natural disasters, pandemics, epidemics, public-health emergencies, civil defense alerts, severe weather, major traffic disruption, or governmental action—that prevents or delays performance of the Services.

“Service Territory” means the United Arab Emirates and any other jurisdiction where the Company is authorized or permitted to operate or coordinate Services.

2. Scope of Services

We provide inclusive, accessible, and assisted transportation and mobility services across the United Arab Emirates and, where authorized, internationally. Our Services include, but are not limited to, on-demand and scheduled rides, airport, port, and rail transfers, school and institutional transport, paratransit and medical mobility, tourism and event transport, workforce and corporate mobility, community and social-care mobility, government voucher and co-pay programs, and emergency or evacuation transport.

Services are delivered using Wheelchair Accessible Vehicles (WAVs) and other adapted, comfort, or specialty-equipped vehicles operated by trained Mobility Champions and supported, where required, by Care Companions or qualified attendants.

Availability may vary by emirate, service category, partner facility, or booking channel. Certain service types may require prior approval, eligibility verification, or pre-arranged contracts.

3. Eligibility & Account

You must be legally capable of entering into contracts under the laws of the United Arab Emirates and any other jurisdiction in which the Services are provided.

If you act on behalf of an organization, institution, or agency (for example, a school, hospital, insurer, hotel, corporation, NGO, or government entity), you represent and warrant that you are duly authorized to bind that organization to these Terms and to any bookings or service agreements made under its name.

Users are responsible for:

The accuracy, completeness, and currency of all information provided when creating or managing accounts or bookings.
The confidentiality and security of login or access credentials.
Promptly notifying the Company of any suspected unauthorized access or misuse.

The Company may, at its discretion, verify eligibility, authorization, identity, or health-related information before confirming or continuing Services, particularly for voucher, institutional, or government-linked programs.

Minors and Dependents: Users under 18 years of age, or adults under guardianship, may only use the Services when booked or supervised by a parent, guardian, authorized caregiver, or Contracting Organization. The Company may require confirmation of consent or supervisory arrangements.

Health and Safety Compliance: Users (or their authorized representatives) must disclose any relevant health, behavioral, or equipment requirements necessary for safe transport. The Company may decline, adjust, or cancel a booking if such information is incomplete, inaccurate, or poses an operational or safety risk.

Institutional Accounts: Contracting Organizations and Institutional Partners are responsible for managing their authorized users and for all bookings made under their credentials, purchase orders, or system integrations. The Company is not liable for unauthorized internal use or administrative errors within such organizations.

Suspension or Termination: The Company may suspend, restrict, or terminate access to the Services or any account in cases of suspected misuse, fraud, non-payment, safety concerns, or non-compliance with these Terms or applicable laws.

Accessibility Commitment: The Company strives to make its booking systems, communications, and transport services accessible to all Users, including those with disabilities or special needs. Reasonable accommodations will be provided in accordance with UAE inclusion policies and applicable law.

4. Booking & Dispatch

Bookings may be made through the Eunoia Mobility website, mobile app, customer-support line, or approved Platform, Institutional, or Payor Partner channels. Bookings made through government or voucher systems are governed by the same Terms unless otherwise specified in a written agreement.

A Booking Confirmation is issued once the Company (or its authorized partner) has verified the requested details—including date, time, pickup and drop-off points, vehicle type, and fare. A booking is not considered accepted until a confirmation number or written confirmation has been provided.

On-demand or same-day requests are subject to vehicle and Mobility Champion availability, routing capacity, and service area coverage. The Company may prioritize time-sensitive or medical bookings based on urgency and operational feasibility.

The Company reserves the right to refuse, modify, or cancel any booking for reasons of safety, security, regulatory compliance, force majeure, or operational necessity, including (without limitation) traffic restrictions, weather conditions, or health advisories. In such cases, the Company will make reasonable efforts to notify the User and, where feasible, offer an alternative time or refund in accordance with Section 10 (Refunds).

Users are responsible for providing accurate and complete booking information—including passenger mobility requirements, equipment dimensions, special assistance needs, and access instructions. Inaccurate or incomplete information may result in service delays, cancellation, or additional charges.

The Company may use automated dispatching, routing, and telematics systems to assign vehicles and optimize scheduling. These systems operate under applicable data-protection and privacy laws as described in Section 14 (Privacy & UAE PDPL).

5. Arrival Windows, Wait Time, Cancellations & No-Shows

Estimated Arrival Window: The Company provides an estimated pickup or arrival window at the time of booking. Actual arrival times may vary due to traffic, weather, security measures, or operational dispatch conditions. Real-time updates will be communicated where possible through our platform or customer support team.
Free Wait Time: Standard free wait time and subsequent waiting-time charges are specified in the applicable Rate Card or Booking Confirmation. Different rules may apply for airport, school, medical, or institutional pickups. After the stated grace period, additional waiting charges may apply.
Airport, Port & Rail Pickups: Driver meeting points and waiting policies are detailed in your Booking Confirmation. Flight or vessel monitoring may be provided where available, subject to the conditions set out in the relevant Rate Card.
Institutional & Medical Pickups: For hospital, rehabilitation, or school transport, wait-time policies and cancellation terms are governed by the applicable contract, Rate Card, or service agreement with the Contracting Organization.
Late Cancellations: Cancellations made after vehicle dispatch or within the non-refundable window stated in your Booking Confirmation, service agreement, or Rate Card may incur full or partial charges. Additional fees may apply if incomplete or inaccurate health or mobility information causes a failed pickup (see Section 3 – Eligibility & Account).
No-Shows: If a User or their representative is not present at the designated pickup location within the grace period specified in the Rate Card or Booking Confirmation, the trip may be treated as a no-show and charged accordingly. The Company will make reasonable efforts to contact the User before finalizing the status.
Operational Cancellations: If the Company cancels a booking due to safety, regulatory, or operational reasons, Users may choose between a rescheduled trip or a refund in accordance with Section 10 (Refunds).
Delays & Force Majeure: Delays caused by events beyond the Company’s reasonable control—including but not limited to severe traffic, road closures, weather conditions, or civil defense alerts—do not constitute a breach of these Terms. The Company will make reasonable efforts to communicate and offer adjustments where feasible.

6. Safety, Securement & Assistance

Safety First: The safety of all Users, Mobility Champions, and Care Companions is our highest priority. All passengers must follow the driver’s or attendant’s instructions at all times while boarding, traveling, or exiting a vehicle.
Seatbelts & Securement: All Users must use seatbelts and approved securement systems as required by UAE law and Company policy. Wheelchairs and mobility devices must be fastened to approved securement points during travel. Mobility Champions may decline transport if proper securement cannot be achieved safely.
Wheelchairs & Equipment: Users should travel seated in a suitable wheelchair or approved mobility aid. Mobility scooters, recliners, or oversized devices may not be used as travel seats unless specifically rated for passenger securement and pre-approved by the Company.
Specialized Equipment: Certain Services may involve use of assistive or supportive equipment such as lift chairs, portable ramps, oxygen tanks, transfer belts, or other accessibility aids. Users must declare such needs at the time of booking so that appropriate vehicles and trained personnel can be assigned. Only equipment approved by the Company or its authorized partners may be used onboard.
Medical Readiness & First Aid: Mobility Champions and Care Companions are trained in basic first aid and CPR and may assist in non-invasive emergency response until medical personnel arrive. However, they do not provide medical treatment or clinical care, and the Company is not a healthcare provider. Users requiring continuous medical supervision must be accompanied by a qualified nurse, Care Companion, or attendant as arranged through the booking process.
Curb-to-Curb / Door-to-Door: Standard service includes curb-to-curb assistance. Door-to-door or bedside assistance may be provided only when pre-arranged, subject to safety, building access, and lifting limitations.
Lifting and Handling Limits: Mobility Champions and Care Companions are trained to assist within safe manual-handling limits. They are not permitted to lift passengers manually unless using approved equipment or supported by an authorized carer.
User Responsibilities: Users (or their representatives) must ensure that personal mobility equipment—including wheelchairs, harnesses, belts, or medical devices—is safe, functional, and suitable for transport. Boarding and de-boarding areas must be clear, accessible, and safe for use.
Medical and Assisted Travel: For trips requiring additional medical, behavioral, or personal-care support, a Care Companion or authorized attendant may be required. The Company may recommend or mandate an aide if a User’s condition or support needs exceed standard driver assistance.
Vehicle Safety Standards: All vehicles are maintained and inspected to meet or exceed UAE transport and accessibility requirements. Ramps, lifts, and restraint systems are tested regularly for compliance and safe operation.
Refusal or Termination of Trip: The Company may refuse or terminate a trip if safety, securement, or medical conditions make it unsafe to proceed, or if a User’s behavior endangers themselves, other passengers, or staff.
Safety Guidelines Reference: The Company’s operational and passenger-safety standards are further detailed in the Eunoia Mobility – Wheelchair, Scooter & Passenger Safety Guidelines, which form an integral part of these Terms. All Users are expected to review and comply with those guidelines before travel.
Vehicle Limits & Compliance: Vehicle lift capacities, interior-height limits, and securement configurations vary by model. To ensure compliance with RTA, ISO 10542, and manufacturer requirements, Users must provide accurate wheelchair or equipment dimensions and weight during booking. The Company may decline service if a mobility device exceeds certified capacity or cannot be safely accommodated.
Liability Limitation: The Company shall not be liable for any injury, delay, damage, or incident resulting from unsafe or defective equipment, inaccessible pickup areas, or non-compliance with the safety and securement procedures described above or in the Safety Guidelines.

7. School & Educational Transport Safeguards

Regulatory Compliance: Where educational or student transport is provided, the Company complies with all applicable UAE federal and emirate-level requirements, including RTA, MOE, and MOCD regulations governing vehicle specifications, driver and supervisor permits, safeguarding, child-protection standards, and hand-over procedures.
Special Needs & Accessibility: Vehicles assigned to students with special educational needs or disabilities are equipped with appropriate securement systems, accessibility ramps or lifts, and trained Mobility Champions and Care Companions familiar with behavioral, medical, or physical support needs
Authorized Guardians & Institutions: Schools, parents, guardians, or contracting institutions must provide accurate rosters, student identification details, pickup and drop-off instructions, and authorized hand-over contacts. The Company may refuse hand-over if the receiving party is unauthorized or if safety verification cannot be completed.
Attendance & Geolocation Tracking: For registered school or institutional programs, the Company may use GPS, attendance logs, and notification systems to confirm trip completion, arrival, and hand-over status. These communications are limited to authorized parties in accordance with Section 14 (Privacy & UAE PDPL).
Behavioral & Safety Protocols: Mobility Champions and Care Companions are trained in safeguarding awareness, de-escalation, and emergency response. No corporal discipline or physical restraint is permitted except where necessary to prevent immediate harm.
Institutional Coordination: The Company may coordinate with school administrators, inclusion departments, or special-education coordinators to align on travel plans, medical requirements, or behavior management protocols as part of a student’s individual education or mobility plan.
Incident Reporting: Any accident, behavioral incident, or delay involving a student is documented and reported promptly to the designated school or guardian contact per applicable safety procedures.

8. Mobility Packages, Events & Tourism Services

Package Definition: Mobility packages may include pre-arranged transport services for tourism, leisure, corporate, community, educational, wellness, or medical activities. Each package specifies its inclusions, exclusions, total service hours, mileage allowance, and the applicable Rate Card or institutional agreement.
Duration & Overtime: Packages are based on the agreed service duration and mileage. Overtime, additional distance, or unscheduled stops beyond the confirmed itinerary may incur additional charges per the Rate Card or booking confirmation.
Cross-Emirate & Venue Surcharges: Fares may vary by emirate, destination zone, and distance. Cross-emirate travel, tolls (Salik), parking, entry fees, or similar expenses may be added as listed in the Rate Card or communicated prior to booking.
Third-Party Venues & Accessibility: Accessibility at tourist sites, hotels, parks, expos, religious venues, or entertainment destinations is subject to the policies and facilities of those venues. The Company is not responsible for barriers, denied access, or environmental conditions outside its control, but will make reasonable efforts to support coordination or alternative arrangements when possible.
Guides, Attendants & Support: Where packages include attendants, interpreters, or Care Companions, their roles are limited to mobility support and customer assistance. They do not provide medical, tour-guide, or personal-care services unless specifically stated in the package description.
Health & Safety Conditions: Users are responsible for ensuring that the proposed activity or travel plan is suitable for their medical or physical condition. The Company may decline or modify service if weather, safety, or operational conditions make a route or venue unsafe for accessible transport.
Institutional, Group & Event Packages: For group or institutional mobility (e.g., school outings, conferences, sporting or public events), separate • Rate Cards & Modifications: All pricing, overtime, and surcharges are governed by the Company’s published Rate Cards and may be updated in accordance with Section 22 (Changes to These Terms).

9. Fees, VAT & Payment

Pricing Basis: All fares, package rates, and institutional fees are determined by the Company’s published or approved Rate Cards and may vary by service type, vehicle, distance, time, and Add-ons. Unless otherwise specified, all prices are exclusive of Value-Added Tax (VAT) and quoted in UAE Dirhams (AED).
Value-Added Tax (VAT): VAT at the prevailing rate (currently 5%) will be added to all taxable services in accordance with UAE Federal Tax Authority (FTA) regulations. Any future change in VAT rate or tax regulation shall automatically apply to all invoices issued after its effective date.
VAT Exemption & Verification: Certain government entities, educational institutions, healthcare organizations, and qualifying partners may be eligible for VAT exemption under UAE law. The Company will apply any such exemption only upon receipt and verification of valid supporting documentation (e.g., an FTA exemption certificate or official letter). The Company reserves the right to charge VAT until the exemption is verified in writing by the relevant authority.
Included & Excluded Charges: Standard fares include driver, fuel, and routine tolls (Salik) unless otherwise noted. Additional fees may apply for parking, airport or port access, after-hours service, extra waiting, stair carries, additional attendants or Care Companions, interpreter support, extended distance, or other Add-ons as set out in the Rate Card or booking confirmation.
Payment Methods: We accept credit/debit cards, approved digital wallets, secure payment links, approved invoices, purchase orders, vouchers, or authorized government/co-pay arrangements. All transactions are processed through secure, PDPL-compliant payment systems.
Timing of Payment: Unless otherwise agreed, card payments are charged after trip completion. Invoiced or contract accounts must be settled within the stated payment term (typically 15–30 days from invoice date) or as agreed in the service contract. Late payments may incur administrative or collection fees as permitted by UAE law.
Vouchers & Subsidy Programs: Where travel is funded under a government-sponsored voucher, CSR, or co-pay program, the User and Payor Partner acknowledge that rates, eligibility, and payment flows are governed by the relevant program agreement or agency policy.
Institutional Billing & Audits: Hospitals, schools, corporations, or government entities using invoicing must ensure that purchase orders or funding codes are issued before service. The Company may suspend or withhold service for unpaid accounts or disputed balances pending resolution. Supporting trip logs and usage reports may be provided for audit upon written request.
Refunds & Adjustments: Refunds are processed under Section 10 (Refunds) and credited via the original payment method unless otherwise agreed. Any pricing discrepancy must be reported within seven (7) business days of invoice or receipt.
Rate Changes & Updates: The Company may revise Rate Cards, Add-on charges, or payment terms from time to time in accordance with Section 22 (Changes to These Terms). Updated Rate Cards supersede prior versions upon publication or official notification.

10. Refunds

Fairness & Transparency: The Company maintains a fair, transparent refund and cancellation framework applicable to all Services. Refund eligibility depends on the timing of cancellation, the nature of the Service, and the payment or funding method, as specified in the applicable Rate Card, booking confirmation, or institutional agreement.
Service-Category Variation: Cancellation and refund timelines may differ for specific mobility types—including airport or port transfers, medical and health mobility, school or institutional transport, tourism and event packages, voucher or CSR programs, and corporate accounts. The relevant rules will be clearly stated at the time of booking or in the governing Rate Card.
Standard Policy (Consumer Bookings): For most individual bookings, full or partial refunds may be available when cancelled before the cutoff time stated in the booking confirmation. Cancellations after vehicle dispatch or within the minimum notice window are generally non-refundable.
Institutional & Contract Accounts: Refunds, credits, or reschedules for hospitals, schools, corporations, or government entities follow the applicable service agreement, purchase order, or institutional Rate Card. Administrative fees may apply for late cancellations or unused reservations.
Voucher & Subsidy Programs: Where trips are funded under government-sponsored or CSR voucher schemes, co-pay and refund rules follow the sponsoring agency’s policy. Refunds may be issued as service credits or reschedules instead of cash reimbursement, depending on program requirements.
Service Non-Fulfillment by Company: If a confirmed booking cannot be completed due to an operational fault by the Company—such as vehicle breakdown, system error, or verified delay beyond the service window—the User may choose between a full refund or free reschedule.
Processing & Timelines: Approved refunds are issued via the original payment method within seven (7) business days, unless a different period is required by applicable law or institutional procedure.
Force Majeure & External Events: Refunds are not owed for cancellations or delays arising from events outside the Company’s reasonable control, including severe traffic, weather, emergencies, public-health orders, or security restrictions, in accordance with Section 16 (Delays, Force Majeure & Traffic).
Customer Support & Dispute Resolution: All refund or cancellation requests are reviewed by the Company’s Customer Support Team to ensure fairness, documentation, and compliance with UAE consumer-protection requirements.
Policy Updates: The Company may amend refund and cancellation parameters from time to time by updating Rate Cards, institutional agreements, or notices under Section 22 (Changes to These Terms). Such updates apply prospectively from their effective date.

11. User Responsibilities

Accurate Information: Users (or their authorized representatives) must provide complete and accurate booking details, including passenger information, wheelchair or mobility aid type, size, and weight; number of carers or companions; special assistance needs; pickup/drop-off access; and any relevant medical or safety requirements.
Readiness for Pickup: Users must be ready to board at the scheduled pickup time and at the designated location stated in the Booking Confirmation. Additional waiting time or failed pickups may incur charges as per the applicable Rate Card.
Safe Conduct & Cooperation: Users, guardians, and caregivers must follow driver or Care Companion instructions regarding securement, boarding, and safety. Seatbelts and wheelchair restraints must be used at all times while the vehicle is in motion.
Equipment Safety: Users are responsible for ensuring that their personal equipment (e.g., wheelchair, scooter, stroller, oxygen tank, lift chair, or other device) is safe, functional, and suitable for transport. The Company may refuse transport where securement is not possible or safety cannot be guaranteed.
Prohibited Actions: Users must not tamper with restraints, lifts, or vehicle equipment; smoke, vape, or consume alcohol or controlled substances in vehicles; or engage in conduct that creates a safety, comfort, or hygiene risk to other passengers or staff.
Behavioral & Medical Support: Where behavioral, medical, or physical assistance beyond standard driver support is required, a qualified Care Companion, nurse, or aide may be necessary. The User or Contracting Organization must arrange such support at booking or accept any applicable Add-On charge for additional personnel.
Respect for Staff & Property: All passengers and caregivers must treat Mobility Champions, Care Companions, and Company staff with respect and refrain from abusive, aggressive, or discriminatory behavior. Damage or excessive cleaning caused by negligence or misuse may be charged to the User or Contracting Organization.
Compliance with Law: Users must comply with all applicable UAE laws, health regulations, and transport safety rules while using the Services.

12. Platform Partners & Subcontractors

Trusted Partners: The Company relies on approved Platform Partners and subcontractors to deliver, support, and enhance the Services. These partners may include providers of dispatch and routing systems, customer support and helpdesk services, CRM and business management platforms, accounting and invoicing software, telematics and AI analytics tools, and other cloud or data services essential to operations.
Service Continuity: While the Company makes every reasonable effort to ensure continuous, reliable operation of its platforms and integrations, occasional downtime or interruptions may occur due to third-party maintenance, outages, or external network failures. The Company’s liability for any such disruption is limited to the extent permitted by law.
Subcontracted Mobility & Care Services: In certain locations or service categories, the Company may engage vetted subcontractors—such as trained drivers, Care Companions, medical aides, or partner transport operators—to perform or assist in providing Services under the Company’s quality, safety, and compliance standards.
Data & System Integrations: The Company may securely exchange or process information with government, healthcare, or institutional systems (e.g., eGov platforms, hospitals, insurance providers, or voucher agencies) through authorized Smart Mobility Integrations. Such integrations operate under applicable UAE privacy, cybersecurity, and data protection laws.
Compliance & Oversight: All Platform Partners and subcontractors are required to comply with the Company’s contractual obligations, privacy standards, and applicable legal and regulatory requirements. The Company retains the right to audit or terminate partner access if non-compliance or
Limitation of Liability: The Company is not responsible for any loss, delay, or data inaccuracy arising from third-party system failures, communication network issues, or software malfunctions beyond its reasonable control.

13. Telematics, Dashcams & Safety Investigations

Purpose & Use: Vehicles operated by or on behalf of the Company may be equipped with In-Vehicle Monitoring Systems (IVMS), GPS tracking, and dashcams that capture video, audio, or telematics data. These systems are used solely for lawful purposes, including:
– Passenger and driver safety,
– Training and performance improvement,
– Route optimization and fleet management,
– Incident, accident, or fraud investigation,
– Compliance with transport, insurance, or security regulations.
Signage & Transparency: Where required by law or local regulation, visible signage or in-vehicle notice will inform passengers that monitoring or recording is in use.
Data Access & Retention: Video, audio, and telematics data are stored securely and retained only for the minimum period necessary to fulfill their lawful purpose or as required by insurance, safety, or regulatory obligations.
Disclosure & Lawful Sharing: The Company may share recordings or data with competent authorities, insurers, legal representatives, or regulatory agencies when required by law, insurance policy, or court order. Data may also be used internally for training, performance audits, or service quality review.
Privacy Compliance: All telematics and recording activities comply with UAE Federal Decree-Law No. 45 of 2021 (PDPL) and applicable data protection regulations. Data access is strictly limited to authorized personnel or approved third-party investigators under confidentiality obligations.
System Integrity: While the Company strives to maintain functional and secure telematics systems, it shall not be held liable for data loss, corruption, or malfunction arising from hardware failure, external interference, or causes beyond its reasonable control.

14. Privacy & UAE PDPL

Compliance Framework: The Company processes personal and sensitive data in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and other applicable privacy and cybersecurity regulations.
Scope of Data Processing: Personal data may include passenger contact details, booking information, location and route data, accessibility or medical mobility requirements, payment records, and communication logs. Processing is limited to purposes necessary for providing, improving, and securing the Services.
Lawful Bases & Purpose Limitation: Data are processed only for legitimate business and legal purposes, such as service delivery, dispatch management, customer support, billing, insurance, compliance, and safety investigations. Special-category data (e.g., health or accessibility information) are handled with heightened safeguards and only with consent or other lawful basis.
Confidentiality & Security: Appropriate technical and organizational measures—encryption, access control, audit logs, and secure cloud infrastructure—are maintained to protect data from unauthorized access, alteration, or loss.
Cross-Border Transfers: Where information is transferred or accessed outside the UAE (for example, by technology or cloud providers), such transfers occur under lawful mechanisms that ensure equivalent protection consistent with PDPL standards.
Transparency & Privacy Notice: The Company’s full Privacy Notice, available on our official website, explains in detail the purposes of processing, categories of data, lawful bases, data-subject rights, retention periods, cross-border transfers, and contact methods for privacy-rights requests.
Retention & Deletion: Personal data are retained only for as long as necessary to fulfill service, legal, or regulatory obligations, after which they are securely deleted or anonymized.
Data Subject Rights: Users may request access, correction, deletion, restriction, or withdrawal of consent for their personal data by contacting the Company through the channels listed in the Privacy Notice. Requests are handled in accordance with PDPL timelines and requirements.

15. Consumer Protection

The Company is committed to upholding all applicable UAE Consumer Protection Laws and related transport and accessibility standards.
We ensure transparent pricing, clear booking disclosures, and fair complaint-handling processes.
Users will be informed of any material conditions or limitations applicable to a booking prior to confirmation.
All promotions, discounts, or voucher offers will specify their validity period, eligibility criteria, and redemption process.
The Company aims to resolve consumer complaints promptly, fairly, and in compliance with Section 20 (Complaints) of these Terms.

16. Delays, Force Majeure & Traffic

The Company shall not be liable for delays or non-performance caused by circumstances beyond its reasonable control (“Force Majeure Events”).
Such events include, but are not limited to: severe traffic congestion, accidents, natural disasters, flooding, fire, power or Internet outages, pandemics or public-health emergencies, civil-defense alerts, security restrictions, labor disputes, or government directives.
In such cases, the Company will make reasonable efforts to notify affected Users, provide status updates, and offer rescheduling or alternate arrangements where feasible.
Force Majeure events do not constitute service failure and do not entitle the User to compensation unless otherwise required by law.

17. Loss, Damage & Cleaning

Users are responsible for any loss or damage caused by negligence, misuse, or failure to follow safety instructions related to vehicle equipment, ramps, restraints, or lifts.
Cleaning fees may apply when a vehicle requires extraordinary cleaning after use (e.g., spills, biohazard incidents, or contamination).
Personal belongings remain the responsibility of the User. The Company shall not be liable for lost, misplaced, or unclaimed items left in vehicles beyond the standard Lost & Found period specified in the applicable Rate Card or policy.
Any loss or damage must be reported promptly to the Company’s Customer Support Team, providing trip and booking details for proper documentation.

18. Insurance

The Company maintains all legally required vehicle, public liability, and employer’s liability insurance, in accordance with UAE law and transport regulations.
Institutional and contracting partners (e.g., hospitals, schools, or government agencies) may request proof of coverage for due diligence or audit purposes.
The Company may also maintain supplemental coverage, including professional indemnity, passenger accident, and cybersecurity insurance, to enhance protection for riders, staff, and partner institutions.
The existence of insurance coverage does not waive any exclusions or limits of liability defined in Section 19 (Liability) of these Terms.

19. Liability

General Limitation: To the maximum extent permitted by applicable UAE law, the Company’s total aggregate liability arising from or in connection with the Services—whether in contract, tort, negligence, or otherwise—shall not exceed the fees paid for the affected trip or, in the case of ongoing institutional or contract accounts, the fees payable for the month in which the event occurred.
Scope of Limitation: The Company shall not be liable for indirect, consequential, incidental, punitive, or exemplary damages, including but not limited to loss of income, data, reputation, opportunity, or goodwill, even if advised of such possibilities in advance.
Exclusions: Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or willful misconduct by the Company or its authorized personnel.
Third-Party Services: The Company is not responsible for acts or omissions of third-party vendors, subcontractors, facility staff, or Platform Partners beyond its reasonable control, nor for errors in data or system integrations supplied by external systems.
Risk Acknowledgment: Users acknowledge that accessible and assisted transport may involve reasonable physical handling, lifting, or equipment use consistent with mobility best practices. The Company takes all practical precautions to ensure safety but cannot guarantee outcomes beyond its control or unrelated to transport performance.

20. Complaints

Customer Support Process: Users may submit service-related complaints, refund requests, or feedback through the Company’s official contact channels listed in these Terms or on its website.
Response & Resolution: The Company will acknowledge complaints within a reasonable period (typically within two (2) business days) and aim to provide a resolution or progress update within ten (10) business days. Complex cases, such as those involving insurance, third-party partners, or government entities, may require additional time, during which the Company will maintain transparent communication.
Escalation: If a complaint cannot be resolved internally, Users may escalate the matter to the competent UAE authority, such as the Ministry of Economy’s Consumer Protection Department, the RTA, or other relevant regulatory body depending on the nature of the Service.
Documentation: The Company may request relevant trip or payment information to investigate and resolve complaints fairly and efficiently. All complaints are handled in line with UAE consumer-protection and data privacy laws.

21. Governing Law & Dispute Resolution

Governing Law: These Terms and any non-contractual obligations arising from or related to them are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai, unless otherwise mandated by applicable public-sector procurement rules.
Arbitration Agreement: Any dispute, controversy, or claim arising out of or in connection with these Terms—including their validity, breach, or termination—shall be finally resolved by arbitration in accordance with the Dubai International Arbitration Centre (DIAC) Rules.
Arbitration Details:
– Seat of arbitration: Dubai, United Arab Emirates
– Language: English
– Tribunal: One (1) arbitrator, appointed in accordance with DIAC Rules.
– Governing procedural law: UAE Federal Arbitration Law No. 6 of 2018.
Interim Relief: Either party may seek temporary, urgent, or conservatory measures from a competent court or emergency arbitrator under the DIAC Rules, without waiving arbitration.
Institutional & Government Clients: Where the User is a UAE government or public-sector entity, dispute resolution shall comply with the applicable procurement, arbitration, or court framework required by that entity’s governing regulations.

22. Changes to These Terms

Right to Update: The Company may amend or update these Terms, the applicable Rate Cards, or any related policies (including privacy, refund, or operational policies) from time to time to reflect service improvements, regulatory changes, or business requirements.
Notice of Changes: Updated Terms will be posted on the Company’s official website or digital platforms with a revised “Last Updated” date. For material changes—those that meaningfully affect Users’ rights or obligations, such as pricing structure, dispute-resolution terms, or data-processing practices—the Company will provide additional notice (for example, by email, SMS, in-product banner, or pop-up).
Effective Date & Prospectivity: Unless otherwise stated in the notice, all changes take effect prospectively from their effective date and will not apply retroactively to completed Services.
Acceptance & Continuation of Use: By continuing to use the Services after the effective date of an update, Users agree to the revised Terms. If a User does not agree to an update, they must stop using the Services before the effective date and, where applicable, close their account.
Arbitration & Governing Law Changes: Any modification to arbitration, venue, or governing-law provisions will apply only to disputes that arise after the effective date of such change, unless the User expressly agrees otherwise in writing.
Institutional & Government Partners: For schools, hospitals, corporations, or government entities operating under signed service agreements, material changes will be communicated in accordance with the notice procedure defined in the applicable contract or procurement framework. Updates to non-contractual operational documents (such as Rate Cards or add-ons) may take effect immediately upon publication.
Legal Compliance: Where applicable UAE law requires specific notice periods, approval, or consent for contract modifications, the Company will comply with those requirements before implementing the change.